1/21/2014 2:00 AM ET|
3 ways to get your customer service gripe fixed
No matter how angry you are, insulting the service rep isn't going to help your cause.
Everyone loves to complain about customer service, and over the years, businesses have given the public plenty of reasons to gripe with automated phone service, hidden fees and shoddy workmanship. But the customer isn't always right. Just ask Pat Affenito, of Sturbridge, Mass., who has worked in the restaurant and hotel industry for 20 years and has met her share of ill-mannered, boorish customers.
"I've had to call the police at 1 a.m. I've had customers walk out on bills. I've had antiques stolen from the lobby. I've had customers yell at me and face me down," Affenito says. "I've had customers try to extort money and freebies, too."
She adds that she has encountered many good-hearted guests, "but the crazy ones always stand out."
Which begs the question: What if you're one of the good ones? You're a nice, normal person who simply has a legitimate complaint with a company, and you want to resolve everything in your favor without popping a vessel or winding up in jail for assaulting the customer service manager? Try the following.
Don't go all social media on your prey just yet
Yes, there are plenty of stories of infuriated customers who take to Facebook and Twitter to complain and get what they want, and virtually everyone interviewed for this article agrees that's a perfectly reasonable route to take -- provided you first try the traditional channels. That is, call a customer service person on the phone, send an email or walk into the establishment if that's feasible.
"Go to Twitter or Facebook only when you are not getting service; it's not fair to bash a company before they even know you're upset," says Scott Swift, vice president of customer information at Hunter Douglas Inc., a New York-based company that is the leading manufacturer of custom window treatments throughout North America. Swift works out of Broomfield, Colo., and if a problem can't be resolved through the normal customer service channels, it comes to him. While he has encountered many reasonable customers, he would like the anger-prone ones to realize that the customer service department doesn't intend to be the antagonist in their life story. "We're nice people who solve problems for a living -- give us a chance," Swift says.
Affenito echoes a similar sentiment, saying she is always disappointed when she reads a rotten review about her place of work on a travel website and wonders why the customer didn't come to her when something could have been done.
"Don't wait until it's too late for a problem to be fixed before you complain. That's not fair to anyone," she says. "Most times, a business can offer you something: a different room, someone to fix the problem, a new meal, a gift certificate. Give them a chance to make it right. If the complaint is held too long, then you just stew and get mad and the business can't make it right."
And a phone tip for any business you're about to call with a complaint: Call when you think few other people will be calling, Swift says.
He says Hunter Douglas' peak call times are Monday mornings and lunch time, which is a busy time for many businesses. He explains that if you call when the customer service people aren't juggling multiple lines, they'll have more time to focus on you, which may allow for a faster, more beneficial outcome.
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Figure out your desired end result, and your minimum expectations before you call. Write them down and keep them in front of you. Try to keep focused on those instead of getting sidetracked by the bad service or runaround they are trying to put you through.
Do not let them change the narrative as you know what you expect, and do not let them win by making you give up. Eventually, working your way up the line, you will get at least the minimum of what you want, and if you end up high enough, more than you expected.
One issue in making a complaint is to be prepared for the company to ignore your complaint. If you say you are going to do something, do it. AT&T charged me for excessive data on a phone that had it's battery & SIM card removed. They claimed the phone couldn't be in that condition since their systems show data usage, but the usage would stop when I told them. It would restart about 2 months later (yes, I had a phone not in use on a family account & paid the monthly charges).
What have I done since ATT has refused to address the issue (Mr. De La Vega's office), I have changed carriers (2 family plans, one individual plan & 3 data devices), eliminate support for ATT for my customers (no SMS support for ATT numbers) & blocked all ATT numbers for outgoing calls. If ATT wishes to engage in billing for non-existent services, I will not use their services for any purpose. My clients & vendors understand and support me after viewing the evidence. They were shock at ATT's response.
The information will be personally provided to the Attorney General's as I meet with them in my normal course of business. I am sure it will result in criminal investigations.
Will one small stand like this affect a major company like ATT? Just remember David & Goliath.
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